Pi42
Location
Bangalore | India
Job description
Job Title: Customer Success Associate
About us: We're on a mission to reshape the future of crypto futures trading. We're building a dynamic team of passionate individuals who are eager to embark on this exciting journey with us. Join us at pi42.exchange, and be part of a team that's poised to make a significant impact in the world of crypto futures trading. Job Summary: The Customer Success Associate will play a pivotal role in ensuring exceptional customer experiences by engaging with pre-boarded and on-boarded customers, guiding them through trading procedures, and addressing inquiries. Responsibilities include streamlining onboarding processes, managing inbound calls, and utilizing SaaS services, particularly Freshdesk, for efficient query resolution. The role requires proactive ticket management, collaboration with internal stakeholders for issue resolution, and the creation of user-friendly help articles. The Associate will also prepare comprehensive daily and weekly reports on client status and contribute insights for informed decision-making at the management level. Responsibilities and Duties: Proactively engage with pre-boarded and on-boarded customers through calls, guiding them on trading procedures. Streamline onboarding processes, assisting in KYC completion, fund deposits, and withdrawals. Attend inbound calls, addressing customer queries and providing support. Utilise SaaS services, especially Freshdesk, to efficiently address and resolve customer queries. Manage tickets to ensure prompt issue resolution, coordinating with various departments and stakeholders. Author user-friendly help articles within Freshdesk for quick resolution of client queries. Prepare and present comprehensive daily and weekly reports on client status. Contribute insights to informed decision-making at the top management level based on client interactions. Requirements: Minimum of 1-2 years of experience in customer support or a related field. Ideally, possessing knowledge of trading would be an advantage. Proven track record of providing excellent customer service and resolving customer issues effectively. Proficiency in both Hindi and English languages is mandatory -Ability to communicate fluently and effectively in both written and verbal forms. Bachelor's degree in a relevant field such as Business Administration, Communication. Strong commitment to customer satisfaction and a customer-centric approach. Ability to empathize with customers and understand their needs and concerns. Excellent communication skills, both verbal and written. Strong problem-solving skills with the ability to analyze situations and provide appropriate solutions. Ability to handle challenging customer situations with patience and diplomacy. Proficiency in using customer support software and tools to manage and track customer inquiries and resolutions. Ability to work effectively in a team environment and collaborate with colleagues from various departments. Willingness to share knowledge and support team members when needed. Ability to multitask and prioritize tasks effectively. Strong attention to detail and accuracy in handling customer information and resolving issues. Ability to maintain confidentiality and handle sensitive customer information with discretion. Positive and proactive approach towards customer service, with a willingness to go the extra mile to ensure customer satisfaction.Job tags
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